Job Description:
The Quality Assurance Associate is responsible for assessing the quality of support provided by our Customer Experience (CX) team. This includes reviewing casework and communication with clients and partners to ensure customer satisfaction, accuracy, and adherence to company policies and procedures.
Roles & Responsibilities
- Use quality monitoring data management systems to score services provided via phone, email, chat, or casework.
- Ensure accurate and comprehensive information is provided to customers and partners.
- Adhere to procedures outlined in company knowledge bases and process documents.
- Develop a strong understanding of Ethos products and processes to ensure accurate quality reviews.
- Provide trend and actionable data to Quality Control (QC) management and team leaders.
- Meet individual and team objectives related to quality and customer experience.
- Identify opportunities for process improvement and collaborate with management to implement solutions.
- Assist in training new Quality Control Associates.
- Escalate unresolved issues to management for resolution.
- Perform other duties as assigned.
Educational & Qualifications
- 1-2 years of experience in customer support, customer success, operations, or a related role.
- Experience in quality assurance is a plus.
- Experience in the life insurance or related industry is a plus.
- Ability to identify problems and conduct root cause analysis independently.
- Proficiency with Salesforce or similar support/help desk software.
- Strong problem-solving skills and intellectual curiosity.
- Ability to work independently and collaborate with various departments.
Batch Eligible: 2023,2022,2021,2020
Technical and Programming Skills:
Quality Assurance, Customer Support, Customer Success, Operations, Root Cause Analysis, Salesforce, Quality Monitoring, Life Insurance, Customer Experience, Process Improvement, Support Operations, Data Management, Problem Solving, Bangalore, Communication Skills, Service Quality, Support Systems, Training and Development, Team Collaboration
